Allelita White
Raleigh,NC
Summary
Friendly Senior Certified Pharmacy Technician with comprehensive knowledge of medication contraindication and dispensing protocols. Personable and energetic with friendly approach to customer service. Maintains accuracy and focus in filling prescriptions and updating customer records. Driven Pharmacy Technician with proven track record and success in building strong relationships with patients and clients. Detail-oriented with a commitment to maintaining high-quality assurance and control standards when filling prescriptions. Productive Senior Certified Pharmacy Technician with 3 years' experience in retail pharmacies. Superb customer service and active listening skills. Driven Pharmacy Technician with 5 years of experience and success in working within fast-paced Specialty oncology and retail pharmacy settings. Highly proficient in accurately filling and labeling prescriptions, maintaining drug inventories and updating pharmacy records. Excited to bring talent and record of excellence in customer service to growing pharmacy.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior Certified Pharmacy Technician
Biologics By McKesson
Cary, NC
07.2018 - 03.2022
- Communicated with prescribers to verify medication dosages, refill authorizations and patient information.
- Resolved non-routine issues like third-party billing, computer system and customer service issues.
- Supervised [Number] pharmacy technicians and coordinated day-to-day assignments.
- Answered patients' questions and troubleshot prescription issues.
- Reviewed and verified customer information and insurance provider information.
- Reviewed medication orders.
- Advocated for patients' compliance with medication guidelines.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Maintained relationships with physicians.
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems and locating items.
- Helped pharmacist clear problematic prescriptions and address customer questions to keep pharmacy efficient.
- Set up and modified patient profiles in [System] to include current information such as medications and insurance details.
- Coordinated verification and filling of more than [Number] daily prescriptions in high-volume [Type] pharmacy environment.
Senior Customer Service Representative Lead/Trainer
Florida Blue - Blue Cross Blue Shield Of Florida
Raleigh, NC
05.2014 - 06.2017
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Recommended products to customers, thoroughly explaining details.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and services.
- Answered average of 45 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Communicated professionally with colleagues, freelancers and clients.
- Promptly responded to inquiries and requests from prospective customers.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 100%.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Managed timely and effective replacement of damaged or missing products.
- Trained staff on operating procedures and company services.
- Cross-trained and provided back up for customer service managers.
- Effective liaison between customers and internal departments.
- Sought ways to improve processes and services provided.
- Increased efficiency and team productivity by promoting operational best practices.
- Cross-trained and backed up other customer service managers.
- Handled over 50 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
- Delivered excellent customer service, resulting in consistent 100% customer satisfaction rating.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders and resolve item issues.
- Investigated and resolved accounting, service and delivery concerns.
- Facilitated inter-departmental communication to effectively provide customer support.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
- Implemented and developed customer service training processes.
- Resolved medical claim and insurance benefit issues over phone with customers daily.
- Optimized customer support by establishing collaborative service environment.
- Entered orders into computer database system.
- Followed up with customers about resolved issues and completed records to maintain high standards of customer service.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Handled customers in fast-paced setting in coordination with solid team of few customer service associates.
- Effectively communicated with customers about account changes, new medicare products or services and potential prescription claim/medical equipment upgrades.
- Recorded actions taken, issues resolved and information to effectively manage customer accounts.
- Assessed caller accounts to determine insurance benefits, identify service needs and resolve issues.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Scored in top 80% of employees for successful customer service.
Education
Associate of Applied Science - Pharmacy Technology
Wake Technical Community College
04.2017
Skills
- Reviewing Prescriptions
- Cash Register Operation
- Workplace Safety
- Health Insurance Plan Knowledge
- Patient Profile Setup
- Prescription Order Verification
- Prescription Refill Fulfillment
- Dispensing Medications
- Medication Documentation
- FDA Compliance
- Prescription Filling and Labeling
- Organization and Prioritization
- Error Verification
Certification
- CPhT - Certified Pharmacy Technician
Timeline
Senior Certified Pharmacy Technician
Biologics By McKesson
07.2018 - 03.2022
Senior Customer Service Representative Lead/Trainer
Florida Blue - Blue Cross Blue Shield Of Florida
05.2014 - 06.2017
Associate of Applied Science - Pharmacy Technology
Wake Technical Community College
- CPhT - Certified Pharmacy Technician
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